Beanetra Nichols
Roanoke,VA
Summary
Accomplished financial services professional with 23 years in customer service and operations within banking. Expertise in ATM and Visa Debit Card claims investigations, regulatory compliance, and complex case resolution. Demonstrates strong analytical and problem-solving abilities, consistently achieving accuracy and productivity in high-pressure environments. Known for effective communication and leadership in process improvement initiatives.
Overview
24
24
years of professional experience
Work History
Event Planner
Non-Profit Organizations
Roanoke, Virginia
03.2017 - Current
- Managed event budgets and tracked expenses for nonprofit programs to ensure financial accountability.
- Assisted with budget preparation and monitored expenses throughout event timelines.
- Helped with end-to-end event planning process through meetings, walk-throughs and day-of execution.
- Coordinated catering services by selecting menu items, negotiating prices, and setting up buffet areas to enhance guest experience.
- Designed event themes and coordinated decorations, audio and visual equipment, and promotional materials to enhance event atmosphere.
- Supported vendor, venue, and contract coordination for donor and volunteer gatherings.
- Prepared event materials, signage, and communications for community programs to support effective outreach and engagement.
Lead Fraud & Claims Operations Representative
Wells Fargo Bank
Roanoke, VA
09.2017 - 06.2026
- Experienced Lead Fraud & Claims Operations Representative with extensive expertise in ATM and debit card fraud and non-fraud claims investigations. Proven leader with a strong record of ensuring regulatory compliance, mitigating risk, and resolving complex claims accurately and efficiently. Adept at providing peer coaching, operational support, and guidance across multiple claim categories while maintaining high quality and productivity standards. Recognized for strong analytical skills, sound decision-making, and effective collaboration with management in fast-paced financial environments. Results-driven fraud operations professional with demonstrated leadership experience overseeing fraud and non-fraud claims investigations. Highly skilled in Regulation E compliance, Visa operating rules, chargebacks, and dispute resolution. Trusted point of contact for escalations, coaching, and workflow support, with consistent success in driving accuracy, meeting deadlines, and supporting team performance.
- Led investigations for ATM, debit card, and Visa-related fraud and non-fraud claims, ensuring compliance with Regulation E and internal policies to minimize risk exposure.
- Acted as a subject matter expert to provide guidance on claims. across multiple claim categories including Closed Claims, Stipulations, Chargebacks, Representments, Photo Claims, and Pending Finalization.
- Coached peers to improve departmental productivity and operational efficiency, fostering a collaborative team environment.
- Maintained strong working relationships with upper management to effectively resolve escalations and promote operational consistency.
Financial Crimes Specialist 3
Wells Fargo Bank
Roanoke, VA
04.2016 - 09.2017
- Investigated complex financial crimes and claims disputes, ensuring accuracy and thoroughness to support resolution.
- Applied Visa operating rules and chargeback guidelines to resolve claims efficiently.
- Assisted with workflow improvements, contributing to maintenance of quality performance metrics.
Financial Crimes Specialist 2
Wells Fargo Bank
Roanoke, VA
03.2015 - 04.2016
- Reviewed and resolved ATM and debit card claims, maintaining compliance with federal regulations and bank policies to protect customer interests.
- Documented and finalized claim decisions using multiple internal systems, enhancing accuracy and efficiency in claims processing.
- Analyzed suspicious activity alerts within Wells Fargo Bank's monitoring systems to identify potential risks.
- Investigated transaction patterns for money laundering and fraud indicators.
- Documented case findings in Wells Fargo Bank compliance records.
Phone Banker 2
Wells Fargo Bank
Roanoke, VA
04.2010 - 03.2015
- Highly skilled Phone Banker with extensive experience delivering exceptional customer service in a fast-paced financial services environment. Proven ability to handle high-call volumes while accurately assisting customers with account inquiries, transactions, credit products, and problem resolution. Strong knowledge of banking systems, regulatory compliance, and financial products, with a consistent focus on accuracy, efficiency, and customer satisfaction. Recognized for professionalism, reliability, and the ability to coach peers and support team performance.
- Managed high-volume inbound and outbound calls to assist customers with various banking needs and inquiries.
- Managed and resolved customer inquiries during high-volume call periods, enhancing overall customer satisfaction.
- Demonstrated strong knowledge of consumer banking products by providing comprehensive information and support to customers.
- Exhibited excellent verbal communication and active listening skills to effectively de-escalate customer concerns and ensure their satisfaction.
- Processed transactions and serviced accounts accurately, ensuring customer account integrity and satisfaction.
- Ensured adherence to regulatory compliance requirements in customer interactions and transactions, while maintaining operational standards.
- Experience meeting productivity, quality, and compliance metrics
Credit Card Specialist
Wells Fargo Bank
Roanoke, VA
07.2006 - 04.2010
- Results-driven Credit Card Specialist with strong experience supporting consumer credit card products in a regulated financial environment. Skilled in account servicing, dispute resolution, credit analysis, and compliance adherence. Proven ability to manage high-volume customer interactions while delivering accurate, efficient, and customer-focused solutions. Adept at identifying customer needs, resolving escalations, and maintaining compliance with banking regulations and internal policies.
- Managed account servicing and maintenance for credit card customers, ensuring timely resolution of inquiries and enhancing customer satisfaction.
- Executed payment processing and made necessary account adjustments, contributing to accurate account management and compliance.
- Resolved disputes and addressed billing inquiries for customers, facilitating prompt solutions and maintaining customer trust.
- Conducted credit line reviews and performed account analysis.
- Ensured regulatory compliance and maintained risk awareness in operations.
- Identified potential fraud cases and escalated issues for resolution.
- Implemented strategies for customer retention and resolved issues promptly.
- Handled high-volume calls in a fast-paced call center environment.
- Engaged in cross-selling efforts and educated customers on products.
- Performed documentation tasks and maintained accurate recordkeeping.
Phone Banker 2
Wells Fargo Bank
Roanoke, VA
09.2003 - 07.2006
- Explained various banking products such as credit cards, loans, mortgages and investments to potential customers.
- Answered incoming calls from customers, providing customer service and resolving customer inquiries.
- Assisted customers with account transfers, balance inquiries, and other banking transactions.
- Verified customer identity according to bank policy prior to processing any transaction requests.
- Provided complaint resolution through root cause analysis and service recovery to retain existing clients and increase customer satisfaction.
- Resolved disputes between customers and banks while keeping up with the latest regulations governing financial institutions.
- Monitored laws, regulations, policies, and procedures related to banking services.
- Navigated multiple computer systems and applications and utilized search tools to find customer information.
- Trained new employees on best practices for providing excellent customer service over the phone.
- Developed strong relationships with clients by responding to their questions and concerns in a timely manner.
Correspondence & Customer Identification Verification
Wells Fargo Bank
Roanoke, VA
06.2003 - 09.2003
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Utilized various software and tools to streamline processes and optimize performance.
Card Activation Specialist
Wells Fargo Bank
Roanoke, VA
02.2003 - 06.2003
Education
High School Diploma -
William Fleming High School
Roanoke, VA06-2000
Skills
- ATM and debit card investigations
- Regulation E & Regulatory Compliance
- Visa Operating Rules & Chargeback Guidelines
- Fraud Risk Analysis & Dispute Resolution
- Workday
- DAT
- Visa Resolve Online
- ETran
- Operation Image Browser (OIB)
- Process improvement
- Cross-functional collaboration
- Decision-making
- Time Management & Prioritization
- Microsoft Office (Word, Excel, Outlook, PowerPoint, Access)
- Peer Coaching & Floor Support
- Customer service
- Prevent
Additional Qualifications
- Advanced Microsoft Office proficiency
- Strong research, documentation, and analytical skills
- General Ledger experience
- Assisted with classroom training for new hires
- Excellent verbal, written, and interpersonal communication skills
- Comfortable working under minimal supervision
- Completed annual compliance training with 100% ratings for:
- Bank Secrecy Act (BSA)
- Anti-Money Laundering (AML)
References available upon request
References available upon request
Timeline
Lead Fraud & Claims Operations Representative
Wells Fargo Bank
09.2017 - 06.2026
Event Planner
Non-Profit Organizations
03.2017 - Current
Financial Crimes Specialist 3
Wells Fargo Bank
04.2016 - 09.2017
Financial Crimes Specialist 2
Wells Fargo Bank
03.2015 - 04.2016
Phone Banker 2
Wells Fargo Bank
04.2010 - 03.2015
Credit Card Specialist
Wells Fargo Bank
07.2006 - 04.2010
Phone Banker 2
Wells Fargo Bank
09.2003 - 07.2006
Correspondence & Customer Identification Verification
Wells Fargo Bank
06.2003 - 09.2003
Card Activation Specialist
Wells Fargo Bank
02.2003 - 06.2003
High School Diploma -
William Fleming High School